Account Verification Quiz: MCQ Trivia!

1. Jennifer Smith is calling to merge her husband's accounts. She gave you her husband's name and both member numbers. The names and addresses are identical. However, you noticed that the emails don't match. Jennifer said that her husband is sitting next to her and he can give you both emails. What procedure will you follow?

Standard Verification with Jennifer, update the email and send merge request.

Verification Light with Jennifer, update the email and send merge request.

Have the account holder verify the account, update the email and send merge request.

The correct answer is to have the account holder verify the account, update the email, and send the merge request. This is the most secure procedure as it ensures that the person who has access to the account is the one providing the necessary information. By having the account holder verify the account, it reduces the risk of unauthorized access or potential fraud. Updating the email ensures that the correct contact information is associated with the merged accounts, and sending the merge request completes the process.

Explanation

The correct answer is to have the account holder verify the account, update the email, and send the merge request. This is the most secure procedure as it ensures that the person who has access to the account is the one providing the necessary information. By having the account holder verify the account, it reduces the risk of unauthorized access or potential fraud. Updating the email ensures that the correct contact information is associated with the merged accounts, and sending the merge request completes the process.

2. Norman Black is calling to update the email on his account. He gave you his member number, complete name, address, and email. However, the email he gave you didn't match the email on file. He said that he can't remember his old email addresses. How many secondary information will you ask to proceed with the Email Change Request?

1 Secondary Information

2 Secondary Information

3 Secondary Information

To proceed with the Email Change Request, you will ask for 2 secondary information. This is because the customer cannot remember his old email addresses, so you need additional information to verify his identity and ensure the security of the account. By asking for 2 secondary information, you can further authenticate the customer and confirm that he is the rightful account holder before changing the email on file.

Explanation

To proceed with the Email Change Request, you will ask for 2 secondary information. This is because the customer cannot remember his old email addresses, so you need additional information to verify his identity and ensure the security of the account. By asking for 2 secondary information, you can further authenticate the customer and confirm that he is the rightful account holder before changing the email on file.

3. Christian Grey called because he cannot access his wife's account online. He is asking for his wife's online username and password. What verification type will you use?

Verification Light with Christian, provide the online username and send password reset link.

Standard Verification with the account holder, provide the online username and send password reset link.

Standard Verification with Christian, provide the online username and send password reset link.

The correct answer is "Standard Verification with the account holder, provide the online username and send password reset link." This is the most secure and appropriate verification type because it ensures that the person accessing the account is the actual account holder. By verifying the account holder's identity, the risk of unauthorized access or potential fraud is minimized. Providing the online username and sending a password reset link allows the account holder to regain access to their account securely.

Explanation

The correct answer is "Standard Verification with the account holder, provide the online username and send password reset link." This is the most secure and appropriate verification type because it ensures that the person accessing the account is the actual account holder. By verifying the account holder's identity, the risk of unauthorized access or potential fraud is minimized. Providing the online username and sending a password reset link allows the account holder to regain access to their account securely.

4. Kimberly called claiming that she's from the Training Department of Choice Corporate Office and she'll be conducting training with you. She asked you to pull up her member number and asked you to go to the page where you'll be adjusting points. What procedure will you follow?

Transfer the call to Customer Relations

Have her verify the account and proceed with adjusting her points.

Transfer the call to Resolutions Desk

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Explanation

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5. Barbara Jackson is calling because she wanted to register her husband's account to our Winter Promotion. She has Mr. Jackson's member number. What procedure will you follow?

Verification Light with Barbara and register the account to the promotion

Request to speak with Michael, follow standard verification and register the account to the promotion.

Standard verification with Barbara and register the account to the promotion.

The correct answer is "Verification Light with Barbara and register the account to the promotion." This option suggests that the procedure to follow is to perform a light verification with Barbara and then proceed to register her husband's account to the Winter Promotion.

Explanation

The correct answer is "Verification Light with Barbara and register the account to the promotion." This option suggests that the procedure to follow is to perform a light verification with Barbara and then proceed to register her husband's account to the Winter Promotion.

6. Bruce Wayne is calling on behalf of his wife. He said that he would like to get his wife's member number because he will book a reservation. You were able to pull his wife's account using her phone number but when you asked if the account holder is available, Bruce said that she's at work. What would you do?

Follow Standard Verification with Bruce and give the member number.

Follow Verification light with Bruce and give the member number.

Advise Bruce to have the account holder call us so we could give the member number.

Based on the given scenario, Bruce Wayne is calling on behalf of his wife to obtain her member number for booking a reservation. However, when asked if the account holder is available, Bruce mentions that she is at work. In this situation, it is important to prioritize the security and privacy of the account holder's information. Therefore, the correct course of action would be to advise Bruce to have the account holder call directly, ensuring that the member number is given to the appropriate person and maintaining the necessary verification protocols.

Explanation

Based on the given scenario, Bruce Wayne is calling on behalf of his wife to obtain her member number for booking a reservation. However, when asked if the account holder is available, Bruce mentions that she is at work. In this situation, it is important to prioritize the security and privacy of the account holder's information. Therefore, the correct course of action would be to advise Bruce to have the account holder call directly, ensuring that the member number is given to the appropriate person and maintaining the necessary verification protocols.

7. Chris Evans called because he forgot to attach his wife's member number to their reservation. What verification type will you use?

Standard Verification with Chris and attach his wife’s member number.

Verification Light with Chris and attach his wife’s member number.

Transfer the call to General Reservation.

The correct answer is "Verification Light with Chris and attach his wife’s member number." This is because Chris Evans called to inform that he forgot to attach his wife's member number to their reservation. In this situation, a verification light is sufficient as it confirms the identity of the caller (Chris) and allows the agent to attach the missing information (wife's member number) to the reservation. Transferring the call to General Reservation would not be necessary as the issue can be resolved through a simple verification process.

Explanation

The correct answer is "Verification Light with Chris and attach his wife’s member number." This is because Chris Evans called to inform that he forgot to attach his wife's member number to their reservation. In this situation, a verification light is sufficient as it confirms the identity of the caller (Chris) and allows the agent to attach the missing information (wife's member number) to the reservation. Transferring the call to General Reservation would not be necessary as the issue can be resolved through a simple verification process.

8. Johnnie Walker's wife, Amanda Walker, is calling to check her husband's point balance. She said that she doesn't have her husband's member number because Johnnie lost his card. You were able to pull up Johnnie's account using his phone number. What procedure will you follow to assist the caller?

Request to speak with the account holder, follow standard verification then provide their point balance and member number for future reference.

Ask for the Full Name, Address and Email on the account then provide their point balance and member number.

Ask for the Full Name, Zip code and phone number then provide their point balance.

The correct answer is to request to speak with the account holder, follow standard verification, and then provide their point balance and member number for future reference. This is the appropriate procedure because it ensures that the person calling is indeed the account holder or has permission to access the account. By following standard verification, the caller's identity can be confirmed, and then the account information can be provided to them. Providing the point balance and member number for future reference allows the caller to have the necessary information without needing the physical card.

Explanation

The correct answer is to request to speak with the account holder, follow standard verification, and then provide their point balance and member number for future reference. This is the appropriate procedure because it ensures that the person calling is indeed the account holder or has permission to access the account. By following standard verification, the caller's identity can be confirmed, and then the account information can be provided to them. Providing the point balance and member number for future reference allows the caller to have the necessary information without needing the physical card.

9. Anne Curtis is calling to update her email on file. After pulling up her account, you noticed that there's no email on her account. What is the information that you need to ask to complete the verification and proceed with adding her email address?

Full Name, Address, 1 secondary information

Full Name, Address, 2 secondary information

Full Name, Member Number, Zip Code

To complete the verification and proceed with adding Anne Curtis's email address, you would need to ask for her full name, address, and one piece of secondary information. This additional information is necessary to ensure that the person requesting the update is indeed Anne Curtis and to prevent unauthorized access to her account. The secondary information could be any relevant detail that can help confirm her identity, such as her date of birth, phone number, or a security question answer.

Explanation

To complete the verification and proceed with adding Anne Curtis's email address, you would need to ask for her full name, address, and one piece of secondary information. This additional information is necessary to ensure that the person requesting the update is indeed Anne Curtis and to prevent unauthorized access to her account. The secondary information could be any relevant detail that can help confirm her identity, such as her date of birth, phone number, or a security question answer.

10. Ronald McDonald is calling on behalf of his wife because they accidentally deleted their $50 Amazon Digital Gift Card email from their inbox. He asked you to resend the digital gift card to the email address on his wife's account. What Verification type will you follow?

Verification Light with Ronald, call SST and ask them to resend the Digital Gift Card

Standard Verification with the account holder, call SST and ask them to resend the Digital Gift Card

Standard Verification with Ronald, call SST and ask them to resend the Digital Gift Card

The correct answer is Verification Light with Ronald, call SST and ask them to resend the Digital Gift Card. This is because Ronald McDonald is calling on behalf of his wife and requesting to resend the gift card. Verification Light is a less strict form of verification, which means that the caller's identity is verified to a certain extent but not fully confirmed. Calling SST (presumably the customer service team) and asking them to resend the gift card is the appropriate action to take in this situation.

Explanation

The correct answer is Verification Light with Ronald, call SST and ask them to resend the Digital Gift Card. This is because Ronald McDonald is calling on behalf of his wife and requesting to resend the gift card. Verification Light is a less strict form of verification, which means that the caller's identity is verified to a certain extent but not fully confirmed. Calling SST (presumably the customer service team) and asking them to resend the gift card is the appropriate action to take in this situation.